Awaiting user confirmation

[dhruv_askme]

Hii team,

Asper that if incident is in awaiting user confirmation we will send 3 mails to user

1. at the time of changing status

2 .on the fourth day

3. on 7th day and

on tenth day if we didn't get any response we will auto close the ticket.

We want to send notification in form of email such that it has two options one to resolved and not resolved and if users click on resolved directly autoclose the ticket and if user click on not resolved change the status of the ticket and change it state to the person whom it was initially assigned and a notification to the person who had set it for user confirmation.

[Manjeet Singh]

I think you can achieve this by using inbound actions.

Here is some information on Inbound Actions:

Inbound Email Actions - ServiceNow Wiki

Examples of Inbound Email Actions - ServiceNow Wiki

You will need to have your users follow some kind of standard format for their e-mails- something that you can parse in your inbound action to identify *which* incident is being closed   or reopened, what comments to add to the record, etc. Y

But I think doing this through email is not a best practice - its better if user do this directly in ServiceNow.